Frequently Asked Questions.

+ What is a Family Practice?

A Family Practice employs licensed physicians, board certified in Family Medicine. At Deseret Family Medicine, we also employ mid-level providers (Nurse Practitioners and Physician Assistants). All of our providers are able to provide comprehensive care to you and your entire family. Our providers have the ability to diagnose and treat the vast majority of your family’s illnesses as well as providing routine well visits.

+ What is a Physician Assistant (PA)?

PAs practice medicine under the supervision of a physician. They are formally trained to provide diagnostic, therapeutic and preventive health care services as delegated by a physician. All PAs must complete an accredited, formal education program and pass a national screening exam to obtain a license to practice medicine. The duties of a PA are determined by the supervising physician and by state law. They take medical histories, perform physical examinations, order and interpret laboratory and other diagnostic test, determine a diagnosis and order treatment. They may also instruct and counsel patients, perform minor procedures, and treat minor injuries by suturing and splinting. PAs may prescribe medications including certain controlled substances.

+ What is a Family Nurse Practitioner (FNP)?

A Family Nurse Practitioner is a registered nurse with advanced academic and clinical experience who specialized in Family Medicine. They are educated through programs that grant either a certificate or a master’s degree and must pass a national exam to obtain a license to practice medicine. In Arizona, they are licensed and regulated by the State Board of Nursing and are authorized to practice in collaboration with a physician. The scope of practice of an FNP is defined by the State Board of Nursing Rules and Regulations. They take medical histories, perform physical examinations, order and interpret laboratory and other diagnostic testing, determine a diagnosis and order treatment. They may also instruct and counsel patients, perform minor procedures, and treat minor injuries by suturing and splinting. FNP’s may prescribe medications including certain controlled substances.

+ What are your office hours?

Monday – Thursday 8:00 AM – 4:30 PM

Friday 8:00 AM – 4:00 PM

Both locations have extended hours available. To make an appointment with one of our providers call the office at 480.981.3000 and speak to one of our schedulers.

+ How are appointments scheduled?

Appointments are made by our full time appointment schedulers. The schedulers are also our telephone operators and have the ability to direct your call to the appropriate voice mailbox if you wish to leave a message for one of our Medical Assistants, Providers, or other member of our staff.

+ How are emergencies handled?

If you are experiencing a life threatening emergency, dial 911. During office hours it is not uncommon for an emergency to arise. Urgent needs will be seen as soon as the patient arrives. If you are experiencing an urgent, non-life threatening situation, we ask that you please call the office prior to arriving. By contacting us in advance, we are able to provide you with any instructions you may need to know, but also we are able to determine whether your emergency requires a direct trip to the emergency room. If there is not time to contact us, please do not hesitate to come directly to the office.

+ How is my call handled after office hours?

After office hours calls are directed to an answering service. When you dial the office at 480.981.3000, a recording advises you that the office is closed and provides you with a phone number for the answering service. Once you hang up and dial the answering service they take your message and determine whether the on call provider needs to be contacted.

+ When will my provider return my phone call?

When a message is received by the Medical Assistant (MA) for a provider, the MA will access your chart and give your message and chart to your provider. Once the provider addresses your message, you will receive a call for either the MA or your provider. As providers and MAs are seeing scheduled appointments throughout the day, messages are returned when time allow, or at the end of the day.

**When leaving a message, please be sure to speak clearly and slowly, leave your name, the spelling of your name, a telephone number where you can be reached, and a brief message.

+ How will I be notified of laboratory and other test results?

Our office will notify you of your results in the following ways:

One of our staff members may call you or you will be contacted through our Med-Voice system – This system is used for most reports to patients. This system will contact you and leave a message that we need to communicate with you. Med-Voice instructions can be found at the front desk or by following the Forms link on our website. Your Med-Voice ID is your date of birth with a zero in front of it (ex: date of birth 05/05/1965, you would enter 005051965 for your ID).

If we are unable to reach you by phone or with Med-Voice, we will send you a letter notifying you to contact our office.

The amount of time it takes for the office to receive your test results varies by test. We ask that if you have not been contacted with your results within 7 – 10 days, please contact our office for your results.

+ How do I get my prescription refilled?

We ask that our patients call their pharmacy well in advance for their refills. The pharmacy will contact your provider for authorization to refill your prescription. You can then contact the pharmacy to see if the prescription has been refilled. Please note that if you have not had an office visit with your provider in the last 3 months, the prescription may not be refilled until you are seen in the follow up. Also note that prescriptions may not be filled after office hours and that narcotic prescriptions will NOT be filled after office hours.

+ What credit cards does your office accept?

The office accepts American Express, Discover, Visa and Mastercard.

+ What if I don’t have insurance or cannot pay my bill in full?

After you have established yourself as a patient, our billing department will be happy to set up a payment arrangement with you.

+ Where do I send my payments?

You can also bring your payment to the front desk at either of our medical office locations.

+ Am I required to pay my copay at the time of my visit?

Yes. If your insurance plan states you have a copay, that copay is due at the time of your visit.

+ Is there a cancellation or missed appointment charge?

Yes. We require 24-hour advance notice if you cannot make it to your appointment. If we do not receive 24-hour advance notice, you may be charged a $40 no-show fee, which must be paid before next appointment.

+ I am not a year round resident, can I become a patient?

Yes, as long as we are contracted with your insurance plan. At the time of your visit, please be sure to provide both your summer and winter addresses.

+ I was involved in an auto accident, will you bill my auto insurance carrier?

No, we will only bill your medical insurance carrier.

+ If I was hurt at work, can I be seen?

Yes, notify the schedulers when making your appointment and they will advise you as to what information you will need to bring with you to your visit.

+ Does the Chiropractic office accept health insurance?

Yes, the Chiropractic office is contracted with most insurance carriers. Please call their office to verify if they are contracted with your carrier and to schedule your appointment. The number for the Chiropractic office is: 480.654.8325.

+ How do I obtain my medical records?

Your medical records can be requested by going to the office location where you are seen for your appointments and fill out a records release form. Please allow 7-14 days for your request to be processed. Please bring your ID with you when picking up your records.

+ Who do I contact if I have requested my records and have not received them?

To check on the status of your request, contact our medical records department by dialing 480.981.3000 and pressing option 4 and then option 4 again for the Mesa office, or press option 5 and then option 4 for the Gold Canyon office.

+ Do you bill my secondary/supplemental insurance?

Yes, once we have received a response from your primary insurance, we bill your secondary insurance for you.

No, patients with Canadian insurance must pay at the time of service. You will be provided with a receipt for your to submit to your insurance company for reimbursement.
I am a Canadian reside, do you bill my Canadian insurance?

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* Both locations offer extended hours, however, those hours vary. Our schedulers will be more than happy to inform you of those extended hours.

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